#### **A. ROLE \& CONTEXT** **Purpose:** **Context:** To attend and resolve customer complaints related to Ooredoo product/ services and programme benefits ensuring complete customer satisfaction coming through social media channels like Facebook, twitter, Live Chat etc. Respond to customer needs related to Ooredoo services/products, including after\-sales services, programme benefits enhancing customer relationship and experience. #### **B. ROLE ACCOUNTABILITIES** ##### **Overview** Customer Service Representatives to provide superior customer services to all customers on the digital platform like Facebook, Twitter, Live Chat, Instagram etc. * ##### **Customers** * Agent check Social Media networks at all time, if it is complaint and was not resolved immediately, takes it offline and obtain customer details and contact number. * Guide customers on available Ooredoo product and services, packages, value added services * Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. * Ensure proper recording and closure of all issues. * Research, diagnose, troubleshoot and identify solutions to resolve customer issues. * Agent to follow\-up and check complaint status with the concerned department by emails * Communicate in a helpful and friendly manner with every customer over the telephone log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept. * ##### **Business orientation** Encourage healthy relationship between customers and Ooredoo to enhance customer satisfaction * ##### **Communicating, negotiating \& influencing** * Participate in regular workgroup meetings and training workshops. * Provide support to other staff members when required. Behaving in professional way * #### **C. EXPERIENCE AND QUALIFICATIONS** * 3 years Call Centre or Customer service experience highly desirable * Bilingual Communication Skills * Social media awareness / searching engine online. * Excellent command of Arabic and English language * Excellent knowledge of social applications such as Facebook, Twitter, YouTube, Instagram * Team player. * Ability to work under pressure * Willingness to work in all shifts ##### **Minimum Entry Qualifications** * Valid Qatari RP * Valid Qatari Driving License * Proficient in relevant computer applications * Knowledge of customer service principles and practices Good PC literacy – MS Word, Outlook, Internet and Intranet system * #### **D. KEY PERFORMANCE INDICATORS** * Quality of Service: will be measured based on scores reported by the Quality team * CSAT: will be measured based on scores rated by end customer * Accurate Ticket creation: will be measured based on data reported by L2 team * Test Scores: will be measured based on data reported by Training team * Attendance: will be measured based on data reported by HR/WFM AHT: will be measured based on data reported through CISCO reports * #### **E. KEY RELATIONSHIPS \& DECISION MAKING** ###### **Reports to** Call Center Team Leader * ###### **Business impact of role** * Maintaining excellent customer relationship * Resolve Customer issue * Share the Voice of Customer with the management Improve customer satisfaction * #### **F. SKILLS** ###### **Technical \& non technical** * Active listening: Giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at the inappropriate times. * Experience of working in teams * Good knowledge of Telecommunication products and services * Aptitude for customer service Call handling expertise * ###### **Other Skills \& Competency** * Preferably bilingual (Arabic/English or Hindi/English) * People Management * Excellent customer care skills * Excellent communication and interpersonal skills * Awareness in Quality testing and processes techniques * Technical support capability, skills and problem\-solving competency * Basic numerical problem\-solving competency * Business English written standard of communication with customers * Strong customer service competencies * Ability to handle 1\-5 services maximum * Microsoft Office (specifically basic MS Word and Excel)